MAPD Help Desk
Email address: MAPDHelp@cms.hhs.gov
Help Desk Phone: 1-800-927-8069
Medicare Advantage Prescription Drug (MAPD) Help Desk offers technical and functional support for the Medicare Advantage Health and Prescription Drug Coverage (Parts C and D) Programs. This insurance coverage is provided by:
- Medicare Advantage (MA) Plans.
- Medicare Advantage Prescription Drug (MAPD) Plans.
- Medicare Prescription Drug Plans (PDPs)
- Third parties conducting data exchanges with CMS on behalf of MA/MAPD/PDPs.
Technical Support for Plan Connectivity and Access:
- Startup, testing and implementation for connectivity to CMS systems.
- Ongoing operational support for data exchanges and system problems.
- EIDM - Enterprise IDentity Management for CMS system access and password reset inquires and issues.
MAPD Functional Support for Inquires and Issues:
- Coordination with CMS for beneficiary enrollment, disenrollment, payment and premium topics.
- MARx UI - Medicare Advantage Prescription Drug User Interface.
- eRPT - Electronic Retroactive Processing transmission.
- ELMO - Eligibility Enrollment Medicare Online.
- COB - Coordination of Benefits files.
- MDR - Medicaid Drug Rebate State Exchange.
For helpful information about the following topics, please click the link:
Bulletin Board of Current Plan Communications
- January 23, 2020 – MARx UI Availability on Sunday, January 26, 2020
Due to planned system activities, please be advised that the MARx UI will be unavailable from 12:00 AM – 4:00 AM (ET) on Sunday, January 26, 2020.
- January 17, 2020 – MARx UI Availability on Sunday, January 19, 2020
Due to planned system activities, please be advised that the MARx UI will be unavailable from 6:30 AM – 8:30 AM (ET) on Sunday, January 19, 2020.
- January 9, 2020 – MARx UI Availability on Saturday, January 11 and Sunday, January 12, 2020
Due to planned system activities, please review the MARx UI schedule below for Saturday, January 11 and Sunday, January 12, 2020:
o MARx UI will be unavailable from 8:00 AM (ET) – 12:00 PM (ET) on Saturday, January 11.
o MARx UI will in update mode from 12:00 PM (ET) – 8:00 PM (ET) Saturday, January 11.
o MARx UI will be in read mode from 8:00 PM (ET) – 11:30 PM (ET) on Saturday, January 11.
o MARx UI will be in unavailable from 11:30 PM (ET) Saturday, January 11 – 8:00 AM (ET) on Sunday, January 12
January 2, 2020 – MARx UI Availability on Friday, January 3 & Sunday, January 5, 2020
Due to planned system activities, please review the MARx UI schedule below for Friday, January 3 and Sunday January 5, 2020:
o MARx UI will be unavailable from 10:30 PM (ET) – 11:30 PM (ET) on Friday, January 3.
o MARx UI will be unavailable from 12:00 AM (ET) – 4:00 AM (ET) on Sunday, January 5.
December 23, 2019 – MARx UI Availability on Monday, December 23, 2019
Due to planned system activities, please be advised that the MARx UI will be unavailable from 7:45 PM – 8:45 PM (ET) on Monday, December 23, 2019.
- December 23, 2019 – MAPD Help Desk Closed on January 1, 2020
Please be advised that the MAPD Help Desk will be closed on Wednesday, January 1, 2020, due to the New Year’s holiday. The MAPD Help Desk will resume operating under its usual hours of 8:00 AM through 6:00 PM (ET) on Thursday, January 2, 2020.
- December 19, 2019 – MARx UI Availability on Saturday, December 21, 2019
Due to planned system activities, please be advised that the MARx UI will be unavailable from 8:00 AM – 12:00 PM (ET) on Saturday, December 21, 2019.
- December 17, 2019 – MAPD Help Desk Availability on December 24 and 25, 2019
Please be advised that the MAPD Help Desk will be open from 8:00 AM until 4:00 PM (ET) on Tuesday, December 24, 2019 and will be closed on Wednesday, December 25, 2019 due to the Christmas holiday. The MAPD Help Desk will resume operating under its usual hours of 8:00 AM through 6:00 PM (ET) on Thursday, December 26, 2019.
- November 29, 2019 – Plan Communications User Guide (Version 13.3) Now Available
The Centers for Medicare & Medicaid Services has posted a new version (version 13.3) of the Plan Communications User Guide to the MAPD Help Desk website. Enhancements to the Guide reflect changes incorporated from the November 2019 Release. Please reference the MAPD Plan Communications User Guide (PCUG) link for the updated Guide.
- June 19, 2019 – Important Notice Regarding End Stage Renal Disease (ESRD) Payment Cases
In an effort to expedite the processing of ESRD payment cases, effective immediately, all Plans will be required to call into the Quality Net Help Desk to open an ESRD trouble ticket. The MAPD Help Desk and the Division of Payment Operations (DPO) will no longer be taking calls or tickets relating to ESRD missing payments. Please note that this is ONLY for cases where an ESRD period is incorrect or missing thereby causing incorrect payments. All other ESRD issues, including transplant cases, should still be reported to DPO through the MAPD Help Desk.
ESRD tickets already sent to the MAPD Help Desk have been evaluated by DPO and processed via the Center for Clinical Standards and Quality’s (CCSQ) CrownWeb system. ESRD periods that were corrected will calculate proper payment adjustments and will be applied in an upcoming payment cycle. ESRD periods that were rejected will need the assistance of the CCSQ to perform additional follow up.
Going forward, Plans are encouraged to contact the Quality Net Help Desk with new cases and follow up questions on previously closed ESRD tickets which may require additional help. Please direct all questions or concerns to the Quality Net Help Desk at 1-866-288-8912 or email at email@example.com.
- June 7, 2019 – Electronic Retroactive Processing Transmission (eRPT) Plan User Manual v4.0
The eRPT Plan User Manual v4.0 has been posted to the Downloads section below. This version of the user manual captures the new look of the eRPT application integrated with the CMS Enterprise Portal. There are no changes to the core business functionality of the eRPT Application. The user experience of the eRPT application has been made compliant with the CMS mandated Section 508 Standards for accessibility of Electronic and Information Technology (EIT), which requires that the EIT must allow Federal employees and individuals of the public with disabilities comparable access to and use of information and data that is provided to Federal employees and individuals of the public without disabilities.
- March 26, 2019 – Guidance for PDP/MA/MAPDs to Correct MA-OEP Election Type Code Rejections
Please review the memo entitled “Guidance to Correct MA-OEP Election Type Code Rejections” in the Downloads section below for information regarding recent issues within the MARx system for Plans using the MA-OEP election type.
- Year 2020 MARx Plan Monthly Calendar Now Available
The MARx Plan Monthly Calendar has been updated to reflect 2020 Plan data due dates, report release dates, enrollment certification due dates, and file transmissions. The 2020 MARx calendar is available for Plans to review via the MAPD/MARx Calendars and Schedules link.
- Important Notice: MAPD Help Desk Information Request Documents
Please use the MAPD Help Desk Information Request Form, and when applicable the Health Insurance Claim Number (HICN) – Medicare Beneficiary Identifier (MBI) Template, and the End Stage Renal Disease (ESRD) Template when requesting information from the MAPD Help Desk. Use of the form and spreadsheets will help facilitate accurate and timely processing of your request. Please note that if emailing the spreadsheets they are to be password protected to ensure they are following the CMS Security Policy for PHI/PII.
All documents are provided in the Downloads section in the ZIP file entitled MAPD Help Desk Information Request Documents.
Regularly Scheduled Maintenance
As a reminder, the MARx UI may be unavailable due to Regularly Scheduled Maintenance during the following timeframes:
Daily: 11:00 PM to 12:30 AM ET.
Weekly: Sunday evening at 6:00 PM to Monday morning at 6:00 AM ET.
Also, GENTRAN/TIBCO may be unavailable due to Weekly System Backup during the following timeframe:
Weekly: Sunday Morning at 1:00 AM to approximately 3:00 AM ET.
MARx UI Submission Cut Off Dates
Please reference the following table for the 2020 Plan Data Due dates for MARx transaction submissions. Cutoff for the submission of MARx transaction files is 8:00 PM (Eastern Time) on the dates listed below:
|Payment Month||Plan Data Due Date|
|January 2020||December 6, 2019|
|February 2020||January 3, 2020|
|March 2020||February 7, 2020|
|April 2020||March 6, 2020|
|May 2020||April 10, 2020|
|June 2020||May 8, 2020|
|July 2020||June 5, 2020|
|August 2020||July 10, 2020|
|September 2020||August 7, 2020|
|October 2020||September 11, 2020|
|November 2020||October 9, 2020|
|December 2020||November 6, 2020|
Contacting the MAPD Help Desk
Hours of Operation: Monday-Friday 8:00 AM to 6:00 PM ET.